Shinu Mariam Mathew
Dubai
Summary
Seasoned IT Service Management Consultant enhancing service quality and operational governance. Spearheaded ITSM transformation initiatives to improve process efficiency and ensure ISO/IEC 20000 compliance. Partnered with stakeholders to develop service management strategies and frameworks for ongoing service improvement.
Overview
25
25
years of professional experience
1
1
Certification
Work History
IT Service Management Consultant
Moro Hub - Digital DEWA
Dubai
05.2024 - Current
- Assessed existing IT service management processes and identified opportunities to improve service quality, operational efficiency, and governance.
- Led ITSM transformation initiatives, including the implementation of Incident, Problem, Change, Service Request, and Knowledge Management processes.
- Led end-to-end implementation of recertification of ISO/IEC 20000 IT Management (ITSM) standard, including gap analysis, process analysis, documentation development and service governance.
- Collaborated with business and IT stakeholders to define service management strategies, operating models, policies, and procedures.
- Facilitated workshops and process-mapping sessions to gather requirements, align stakeholders, and establish service improvement roadmaps.
- Designed and implemented KPI and SLA measurement frameworks to monitor service performance and support continuous improvement efforts.
- Conducted service maturity assessments and gap analyses, resulting in recommendations that enhanced ITSM capabilities and improved organizational effectiveness.
- Supported the deployment and optimization of ITSM platforms, ensuring alignment with business requirements and industry standards.
- Developed governance structures, reporting mechanisms, and service review processes to improve visibility and accountability across IT services.
- Guided organizations through organizational change management activities, promoting adoption of new service management processes and practices.
- Provided coaching and training to IT teams and service owners on ITIL principles, ITSM processes, and operational best practices.
- Delivered continuous service improvement initiatives that increased customer satisfaction and service reliability while mitigating operational risks.
- Evaluated ITSM tools and processes, identified key gaps in automation and integration, and implemented improvement recommendations that increased operational efficiency and service performance.
- Oversee and review Post-Incident and Problem Management reports, ensuring high-quality analysis and driving cross-team improvements.
- Managed internal audits, readiness reviews, and corrective action programs to ensure compliance with ISO standards and frameworks, leading gap assessments and evidence collection that enabled successful certification cycles.
- Conducted comprehensive process mapping and alignment with ITSM requirements across Incident, Problem, Change, Service Level, Capacity, Availability and Configuration Management.
- Drive trend analysis, CSI initiatives, and service improvement programs, fostering a collaborative culture across NOC, SOC, Cloud, Network, Security, and Product teams.
- Conducted Service management risk assessment, defined controls, and ensured integration with organizational governance frameworks.
- Successfully facilitated the organization’s initial ISO/IEC 20000 certification by ensuring all mandatory and supporting documentation met the standard’s requirements.
- Deliver comprehensive ITSM and governance training to reinforce adherence to ISO standards, best practices and organizational policies.
- Manage and maintain the Non-Conformance Tracker, ensure accurate logging, evaluation and timely closure of non-conformities.
Managed Service Fulfilment Consultant
Du Telecom
Dubai
04.2019 - 05.2024
- Implemented and tailored ITSM processes for key entities, including du ICT Operations, Data Mena Datacentre, and the Department of Digital Ajman, enhancing service delivery.
- Successfully implemented and streamlined ITSM processes and policies, resulting in a substantial enhancement of service delivery efficiency.
- Customised the ITSM support structure for the Specialized Service Desk L1 support model, tailoring it to the unique requirements of Dubai Integrated Economic Zones Smart Services Digital Park and Dubai Municipality Smart Parks projects.
- Managed change processes effectively, facilitating smooth transitions during implementations.
- Led the implementation of Trend Micro end protection for Customer end devices, fortifying cyber security measures.
- Played a pivotal role in achieving Cloud Star Security and ISO 27001 certification, contributing significantly to information security resilience.
- Led Business Continuity drills and prepared essential operational documents for Business Continuity Planning (BCP) audit ISO 22301 certification, ensuring compliance and readiness.
- Led the initiation and implementation of coaching and training programs for the service desk team, focusing on optimizing ticketing processes and ensuring consistency and efficiency.
- Defined and designed dashboards utilizing analytics tools to measure KPI and team status reports. Implemented process control measures, ensuring the team met KPI metrics within agreed Service Level Agreements/objectives.
- Created comprehensive process documentation using Microsoft Visio, developing detailed flow diagrams to illustrate end-to-end workflows for essential IT Service Management (ITSM) processes.
- Coordinated audit support efforts to ensure compliance and quality standards.
Specialist Business Technology
Dubai Airports
Dubai
11.2006 - 02.2018
- Lead Major & Critical Incident operations as the Incident Commander, ensuring resilient and continuous terrestrial communications that support essential airport functions and safety.
- Led key internal projects, demonstrating strong project management and stakeholder coordination in a dynamic airport environment.
- Led service delivery and transition projects for Dnata, Siemens, Airshow operations, and Northern Runway Rehabilitation, ensuring seamless integration and operational continuity.
- Provided technical leadership for programming and commissioning of TETRA radio systems, facilitating effective change management.
- Received "Star Performer" award for deploying Flight Information Data Tracking via TETRA radios.
- Recognised as a "Shooting Star" for conducting a full radio coverage study for Terminal 3 – Concourse 2.
- Collaborated with the Risk Management team to assess and update operational risks in the enterprise risk register.
- Developed and maintained Business Continuity Plans, including operational procedures and communication matrices.
- Executed asset management initiatives covering service catalogue, asset lifecycle, configuration management, and disposal workflows.
- Contributed as Process Champion for Service Now ITSM tool migration from Legacy tool.
Project Coordinator
Standard Chartered Bank
Dubai
02.2006 - 10.2006
- Coordinated multi-disciplinary project teams, facilitating communication and resource allocation for timely project completion.
- Coordinated Active Directory and Outlook migration project for Standard Chartered Bank in the MENA region, ensuring seamless transition and user access.
- Developed detailed project documentation, including scope of work, project schedules, and financial reports.
- Monitored staff performance and developed improvement plans.
Project Assistant
Emirates Bank
Dubai
10.2004 - 01.2006
- Executed functional and compliance testing procedures for Retail Lending System Project, ensuring regulatory standards alignment and system functionality.
- Conducted risk assessments on card schemes, Diners Club & Card to Card systems, identifying potential vulnerabilities and enhancing security measures.
- Participated in project review meetings to assess performance and identify lessons learned for future projects.
- Created monthly reports and presentations.
- Assisted associated departments with clerical and administrative support.
Technical Support engineer
iSeva Systems
Bangalore, India
01.2003 - 02.2004
- Delivered technical support to customers resolving issues with Norton Internet Security products, ensuring satisfaction and effective problem resolution.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Provided clear and concise step-by-step technical support to guide clients.
Quality Control Officer
Voltek Industries
Kerala
06.2001 - 12.2002
- Conducted inspections and quality checks throughout manufacturing stages, identifying and rectifying defects to uphold product integrity.
- Monitored production processes to verify adherence to quality standards and specifications.
- Implemented and maintained quality control processes to ensure the production of high- quality voltage stabilizers.
- Trained new staff on quality control procedures, enhancing team competency and efficiency.
- Verified specifications and measurements for ordered materials to ensure project accuracy.
Education
Bachelor of Technology - Electronics & Communication Engineering
Pondicherry University
India01-2001
Skills
- IT Service Management & Governance
- ITIL Framework
- ISO/IEC 20000 implementation & audit readiness
- ITSM tools(Service Now,BMC Remedy,Manage Engine)
- Service Catalogue & SLA Management
- Continual Service Improvement (CSI)
- IT Governance
- Risk & Compliance
- Compliance (ISO 27001, ISO 22301, NIST)
- Policy & Procedure Documentation
- Internal Controls & Audit Coordination
- Non-Conformance Tracking & Corrective Action Planning
- Performance Dashboards (Excel, Power BI)
- Root Cause Analysis (RCA)
- Data Analysis & Trend Identification
- Management Reporting & Stakeholder Communication
- Vendor & Stakeholder Management
- ITOM tools (Manage Engine Ops Manager, Apps Manager)
- Analytics tools (Power BI, Zoho Analytics)
- Visual Modeling tools (Microsoft Visio)
- Project Management tools (Ms Project)
LinkedIn\shinumariammathew
Certification
- PECB ISO / IEC 20000 Lead Implementer
- PECB ISO/IEC 27034 Lead Application Security Implementer
- Project Management Professional PMI Institute
- ITIL 4 Foundation
- Manage Engine Service desk plus
- Trend Micro Worry Free Advanced
- Manage Engine Operations Manager plus
- Micro certification-Service now
- IATA Airport Operations
- IATA Air Transportation
Volunteer Experience
Volunteer-Site Operations, EXP0 2020
Guided and assisted visitors, providing information about pavilions, events, and attractions., Managed queues and ensured a seamless experience for attendees during peak periods.
Awards
Star Performer Award, Dubai Airports
Languages
English
Proficient
C2
Malayalam
Proficient
C2
Hindi
Proficient
C2
Tamil
Proficient
C2
Timeline
IT Service Management Consultant
Moro Hub - Digital DEWA
05.2024 - Current
Managed Service Fulfilment Consultant
Du Telecom
04.2019 - 05.2024
Specialist Business Technology
Dubai Airports
11.2006 - 02.2018
Project Coordinator
Standard Chartered Bank
02.2006 - 10.2006
Project Assistant
Emirates Bank
10.2004 - 01.2006
Technical Support engineer
iSeva Systems
01.2003 - 02.2004
Quality Control Officer
Voltek Industries
06.2001 - 12.2002
Bachelor of Technology - Electronics & Communication Engineering
Pondicherry University